Free Service Desk Training Series | Unlocking The Hidden Value of Service Desk KPI Correlations | MetricNet Certified

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MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

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  • To set the stage for the discussion to come, let me quickly discuss some of the most common help desk KPI’s. There are 28 Key Performance Indicators shown on this page. We have organized them into categories…. These are among the most common KPI’s, but they are certainly not an all-inclusive list.

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  • 1. Unlocking the Hidden Valueof KPI Correlations
  • 2. 1© MetricNet, LLC, www.metricnet.com20 Years of Help Desk DataMore than 1,300 Help Desk BenchmarksGlobal Database30 Key Performance IndicatorsNearly 80 Industry Best Practices
  • 3. 2© MetricNet, LLC, www.metricnet.comThen and Now: 20 Years of Benchmarking MetricsKey PerformanceIndicatorIndustry Average Performance1988 2008Monthly Contacts perEnd-User0.79 1.81Cost per Contact $9.57 $21.52Average Handle Time 6:27 12:20Resolved on FirstContact35% 68%Resolved at Level 1 39% 84%Starting Agent Salaries(2008 dollars)$27,280 $36,340Help Desk Cost perEnd-User per Year$97 $574
  • 4. 3© MetricNet, LLC, www.metricnet.comThe 20 Year Trend in Help Desk BudgetsHelp Desk budgets have grown from 0.7% to 4.3% of corporate IT spending over the last 20 years.0.0%1.0%2.0%3.0%4.0%5.0%6.0%HelpDeskBudgetasa%ofTotalITSpend1988 1996 2000 2004 200819920.7%1.4%1.8%3.3%4.0% 4.3%A 6 Fold Increase in Help Desk Budgets!
  • 5. 4© MetricNet, LLC, www.metricnet.comFour of the Most Important Industry MegaTrends1. The Holistic Use of KPI’s: The Hidden Value of KPICorrelations Today’s Topic!2. Customer Satisfaction: The Metric that Matters Most Session 407: Wednesday at 10am3. Striking the Right Balance: Cost vs. Quality in IT Support Session 501: Wednesday at 11:15 am4. Image Management: Successfully Marketing Your HelpDesk Session 603: Wednesday at 2:45 pm
  • 6. 5© MetricNet, LLC, www.metricnet.comTwo Paradigms for Help Desk KPI’sThe Historical Approach The Holistic ApproachMeasurement(75%)Analysis(15%)Prescription(7.5%)Action(2.5%)Measurement(5%)Analysis(20%)Prescription(30%)Action(45%)IncreasingValue!
  • 7. 6© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmIndustry MegaTrend: The Holistic Use of KPI’sMeasureDiagnosePrescribeImplementModelComponent Description1. MeasureMeasure helpdeskperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct a gapanalysis3. PrescribeDefine actions toclose the gap4. ImplementImplement youraction plan andimproveperformance
  • 8. 7© MetricNet, LLC, www.metricnet.comThe Most Common Help Desk KPI’s Cost/contact First Level Resolution Rate % Escalated Level 1ResolvableCost ProductivityService LevelQualityCall HandlingAgent Average speed of answer(ASA) Call abandonment rate % answered within 30 sec Average queue time Average hold time Average time to abandon Percent of calls blocked Contacts/agent-month Agent utilization Customer Satisfaction First Contact Resolution Rate Call Quality Agent Occupancy Agent Turnover Absenteeism Training hours Agents as % of Total FTE’s Schedule Adherence Agent tenure Agent Satisfaction Call handle time Talk time After Call Work Time First contact resolution rate IVR completion rate Percent of calls transferredAnd there are hundreds more!!
  • 9. 8© MetricNet, LLC, www.metricnet.comBut Which Ones Really Matter? Cost/contactCostProductivityQualityCall Handling Agent utilization Customer satisfaction First contact resolution rateAgent  Agent SatisfactionRequest a copy of MetricNet’s whitepaper on Help Desk Performance Metrics.Aggregate  Balanced scorecardTCO  First Level Resolution Rate
  • 10. 9© MetricNet, LLC, www.metricnet.comThe Foundation Metrics: Cost and QualityCost/Contact(Efficiency)Customer Satisfaction(Effectiveness)
  • 11. 10© MetricNet, LLC, www.metricnet.com 10Cost and Quality: Nothing Else Matters!Lower CostCost (Efficiency)Quality(Effectiveness)Top QuartileEfficient and EffectiveLower QuartileMiddle QuartilesEffective but not EfficientMiddle QuartilesEfficient but not EffectiveYour ServiceDeskPeer GroupHigher CostLowerQualityHigherQuality© MetricNet, LLC, www.metricnet.com
  • 12. 11© MetricNet, LLC, www.metricnet.comCost/ContactCustomerSatisfactionHigherLowerHigherA World-Class Help DeskAn “Average” Help DeskBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVECost and Quality: The Two Foundation Metrics
  • 13. 12© MetricNet, LLC, www.metricnet.comAgent Utilization and First Contact Resolution RateCost/Contact Customer SatisfactionAgentUtilizationFirst ContactResolution
  • 14. 13© MetricNet, LLC, www.metricnet.comAgent Utilization Drives Cost per Contact$0$5$10$15$20$25$30$35$40$4520% 30% 40% 50% 60% 70% 80%Agent UtilizationCostperContact
  • 15. 14© MetricNet, LLC, www.metricnet.comFirst Contact Resolution Drives Customer Satisfaction20%40%60%80%100%20% 40% 60% 80% 100%First Contact ResolutionCustomerSatisfaction
  • 16. 15© MetricNet, LLC, www.metricnet.comService Levels: ASA and Abandonment RateCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and AR
  • 17. 16© MetricNet, LLC, www.metricnet.comASA Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.000 50 100 150 200 250Average Speed of Answer (sec)CostperContact
  • 18. 17© MetricNet, LLC, www.metricnet.comCall Abandonment Rate Also Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.00$45.000.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%Call Abandonment RateCostperContact
  • 19. 18© MetricNet, LLC, www.metricnet.comASA vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0 5% 10% 15% 20%ASA as a % of Total Handle TimeCustomerSatisfaction
  • 20. 19© MetricNet, LLC, www.metricnet.comCall Abandonment Rate vs. Customer Sat0.0%20.0%40.0%60.0%80.0%100.0%0.0% 5.0% 10.0% 15.0% 20.0% 25.0%Call Abandonment RateCustomerSatisfaction
  • 21. 20© MetricNet, LLC, www.metricnet.comTraining Hours Impact First Contact Resolution RateCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and AR
  • 22. 21© MetricNet, LLC, www.metricnet.comNew Agent Training Hours vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 50 100 150 200 250 300 350New Agent Training HoursFirstContactResolutionRate
  • 23. 22© MetricNet, LLC, www.metricnet.comVeteran Agent Training vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Veteran Agent Training HoursFirstContactResolutionRate
  • 24. 23© MetricNet, LLC, www.metricnet.comAgent SatisfactionCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionTraining HoursAbsenteeism/TurnoverSchedulingEfficiencyService Levels:ASA and AR
  • 25. 24© MetricNet, LLC, www.metricnet.comAgent Satisfaction Drives Agent Turnover0%10%20%30%40%50%60%70%80%90%50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%Agent SatisfactionAnnualTurnover
  • 26. 25© MetricNet, LLC, www.metricnet.comAgent Satisfaction Impacts Customer Satisfaction20%30%40%50%60%70%80%90%100%50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%Agent SatisfactionCustomerSatisfaction
  • 27. 26© MetricNet, LLC, www.metricnet.comCause and Effect of Primary KPI’sCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionTraining HoursAbsenteeism/TurnoverSchedulingEfficiencyService Levels:ASA and AR
  • 28. 27© MetricNet, LLC, www.metricnet.comTraining Hours Drive Agent Satisfaction40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Veteran Agent Training HoursAgentSatisfaction
  • 29. 28© MetricNet, LLC, www.metricnet.comA Summary of the Major KPI CorrelationsCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and AR
  • 30. 29© MetricNet, LLC, www.metricnet.comFirst Level Resolution Drives Total Cost of OwnershipSupport LevelCost per IncidentResolvedVendorDesktop SupportField Support(inside company)Level 2(outside help desk)Help Desk$466$138$62$41$24
  • 31. 30© MetricNet, LLC, www.metricnet.comYour Help DeskPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPAREPutting it All Together: Benchmarking Case StudyRequest a copy of MetricNet’s whitepaper on Help Desk Benchmarking.
  • 32. 31© MetricNet, LLC, www.metricnet.comBenchmarking Performance SummaryRequest a copy of MetricNet’s whitepaper on Benchmarking Peer Group Selection.Min Median Average MaxCost/Contact $28.17 $6.59 $22.56 $22.96 $38.44Cost/Minute of Handle Time $2.66 $1.22 $2.00 $1.96 $2.95Contacts/Agent-Month 429 373 487 504 699Agent Utilization 46.7% 25.9% 53.9% 53.1% 71.1%Average Speed of Answer (ASA) in seconds 18 12 34 45 187Percent Answered in 30 Seconds or Less 86.6% 36.5% 71.3% 72.1% 100.0%Call Abandonment Rate 2.9% 1.4% 7.6% 8.1% 25.2%Call Quality 68.4% 43.8% 75.8% 79.9% 94.5%Customer Satisfaction 63.0% 41.9% 75.5% 79.0% 96.6%Annual Agent Turnover 29.5% 1.7% 26.4% 31.7% 94.0%Daily Absenteeism 19.2% 0.1% 13.0% 13.2% 29.8%New Agent Training Hours 36 20 69 79 241Ongoing Agent Annual Training Hours 12 0 20 34 130Agent Satisfaction (% satisfied or very satisfied) 71.0% 33.8% 70.1% 75.4% 94.5%Agents as a Percent of Total FTEs 77.9% 57.1% 69.3% 70.5% 88.4%Contact Handle Time (min:sec) 12:41 2:47 9:34 11:18 19:55First Contct Resolution Rate 51.3% 45.4% 67.8% 71.2% 94.1%IVR Completion Rate 6.7% 0.0% 18.9% 22.0% 44.8%MetricType Key Performance Indicator (KPI)YourScorePeer GroupAgentCall HandlingCostProductivityService LevelQuality
  • 33. 32© MetricNet, LLC, www.metricnet.comClosing the Cost GapKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionCostperContactVariesAgentUtilization60% Improve workforce scheduling practices Establish agent utilization goal Eliminate back shift if appropriateAverageSpeed ofAnswer45 sec Increase ASA service level target ifappropriateCallAbandonRate6%  Increase Call Abandon target if appropriateCall HandleTimeVaries  Provide additional agent trainingIVRCompletionRateVaries Re-architect the IVR to drive more volumethrough the agent-less channel
  • 34. 33© MetricNet, LLC, www.metricnet.comClosing the Customer Satisfaction GapKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionCustomerSatisfaction90+%First ContactResolutionRate70% - 80% Establish an FCR goal Provide additional agent training Establish FCR as a key objectiveAgentSatisfaction85% Provide additional agent training Define Agent Career PathCall Quality 90+% Establish a Call Quality target Provide additional agent trainingCustomerService SoftSkillsVaries  Provide additional agent training
  • 35. 34© MetricNet, LLC, www.metricnet.comClosing the First Contact Resolution GapKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionFirstContactResolutionRate80%New AgentTrainingHours200+ hours Establish an FCR target Provide additional agent training Establish FCR as a key objectiveVeteranAgentTrainingHours100+ hours Establish an FCR target Provide additional agent training Establish FCR as a key objectiveCallQuality90+% Establish a Call Quality target Provide additional agent trainingKnowledgeMgmt.Varies  Maintain a solutions knowledgebase
  • 36. 35© MetricNet, LLC, www.metricnet.comClosing the Agent Satisfaction GapKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionAgentSatisfaction80%New AgentTrainingHours200+ hours Provide additional training opportunities fornew agentsVeteranAgentTrainingHours100+ hours Provide additional training opportunities forveteran agentsCareerPathVaries  Document agent career path alternativesCoaching/FeedbackMonthly  Provide monthly, one-on-one coachingRewards &IncentivesMonthly Offer monthly rewards and incentives Monetary as well as non-monetary
  • 37. 36© MetricNet, LLC, www.metricnet.comSome Final Thoughts A small number of KPI’s – keep it simple The 80/20 rule – Less is More! Remember the KPI Hierarchy Cost and Quality First Followed by Agent Utilization and First Contact Resolution All KPI’s are interconnected Learn the underlying drivers of each KPI! Think of the KPI’s as Levers that you Control Pull the right levers, and you will achieve the desired outcomes!
  • 38. 37© MetricNet, LLC, www.metricnet.comOther Best Practices Presentations by MetricNet1. Customer Satisfaction: The Metric That MattersMost: Session 407: Wednesday at 10am2. Striking the Right Balance: Cost vs. Quality in ITSupport: Session 501: Wednesday at 11:15am3. Image Management: Successfully Marketing YourHelp Desk: Session 603: Wednesday at 2:45 pm
  • 39. 38© MetricNet, LLC, www.metricnet.comUpcoming MetricNet WebcastsRegister at www.metricnet.comUnleashing the Enormous Power of ServiceDesk KPI’s Wednesday, April 15th, 2009 at 2:00 pm EDTIT Customer Satisfaction Measurement Tuesday April 21st, 2009 at 2:00 pm - 3:30pmEDTFor more information on Industry Best Practices, please register forMetricNet’s free upcoming webcasts